The emotional aspect of customer experience is increasingly what drives the
repeat purchasing behaviour of consumers and business individuals alike. The
emotional bond an individual forms with your company is what keeps them loyal;
therefore it is imperative that your company correctly sets your customers’
expectations with regard to the customer experience they can expect, and then
even more importantly it delivers upon this – every time! This promise or
agreement needs to be consistently communicated and delivered by your entire
company. iCustomerExperience can help you ensure this happens using our Customer
Experience Audit.
We begin the Audit with a thorough review of your company’s brand promise or
customer charter, your goals and objectives, your primary differentiators/USPs,
and the value proposition you are currently delivering to your customers and
prospects.
We then examine the cohesiveness of your messaging through interviews with
executive management and select employees, employee observation, and reviews of
marketing communications.
The final stage of this analysis is gauging the actual quality of customer
experience delivered, we do this via one or a combination of the following:
telephone and/or online surveys, focus groups, and mystery shopping.
Our findings take the form of a comprehensive Audit report which serves to:
- Provide a complete appraisal of your company’s customer experience as rated by
your customers
- Highlight customer confusion with respect to your company’s value messaging
- Highlight diluted or mixed messages delivered to your customers via the many
touch points they have with your company
- Deliver a list of prioritised and recommended actions aimed at addressing audit findings
Contact us
now to find out more about our Customer Experience Audit and how we can assist
you in this area.
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